Help Desk Specialist - Tier II

Lathrop GPM•Kansas City, KS

2d•Hybrid

About The Position

The Tier II Help Desk Specialist plays a critical role in maintaining the firm’s productivity, security, and operational efficiency. This position serves as a key resource for resolving complex technical issues and partners with attorneys and staff to enhance the overall technology experience. The role extends beyond ticket resolution to include identifying trends, preventing recurring issues, and contributing to continuous improvements in how technology support is delivered across the firm.

Requirements

A minimum of 3 years of relevant experience in a technical support role.
Associate’s degree or an additional 2 years related technical experience.
Previous desk-side support experience in a professional environment with experience supporting Microsoft Windows and Office platforms is required.
Law firm or professional services experience is strongly preferred.
Exceptional customer service and communication skills, capable of interacting with end users across the firm of all experience and technical levels.
Team-player, highly engaged and passionate about your work; motivated to help others for the benefit of the entire team.
Excellent time management and project management skills.
Experience and proficiency with the following applications: Microsoft Windows 11, Microsoft Cloud Applications, Azure, Active Directory, Document Management systems, and proficiency supporting mobile devices with Microsoft Intune.

Nice To Haves

Technical certifications preferred. (Ex: CompTIA A+, ITIL, Microsoft Certified Professional (MCP), Network +)

Responsibilities

Establish positive working relationships with office personnel, cultivating and contributing to an environment of exceptional customer service.
Provide exceptional customer service via phone, remote tools, and in person, ensuring minimal disruption to attorneys and staff.
Exercise independent judgment in diagnosing and resolving advanced technical problems, escalating any incidents for which higher level analysis is required for resolution.
Serve as the primary escalation point for complex end-user issues and follow-up with Level 3 technology services staff to ensure timely resolution on behalf of end-user.
Proactively identify, diagnose, and resolve systemic user and application issues to reduce ticket volume and improve overall technology reliability within the firm.
Assist in the analysis of technology solutions in the firm and prepare appropriate documentation for use of the firm.
Document all user issues, symptoms and relevant information related to the troubleshooting effort and resolution of issue in the incident tracking system.
Conduct research as appropriate, providing accurate and timely solutions.
Maintain end-user hardware inventory.
Prepare hardware for deployment to end users by imaging PC’s, configuring the device, and installing additional software.
Acquire and maintain a highly competent knowledge of relevant products, current support policies and methods of support delivery.
Participate in growth and development of a central knowledgebase by authoring reusable incident solutions and technical articles on a frequent basis.
Participate in shift rotation and after-hours on-call responsibilities as part of your mandatory job responsibility, some nights and weekend support required.
Assist with coordination and troubleshooting of video conference meetings and support of A/V equipment.
Responsible for the user provisioning and deprovisioning processes, including account creation, access management, and user authentication.
Must be present in the office a minimum of 3 days per week to assist with on the ground technical needs and troubleshooting.
Opportunities for travel in support of firm and departmental efforts across all offices.